I wanted to complain about declining my withdrawal after passing 2nd time KYC but instead I started not payed in time so I have to wait but my problem is they keep saying me every day the same thing photo of bank card etc they tell me to wait 2-3 days then we start the same process every time I need a little help here what can we do I have screenshots etc if needed
Hello,
I can see that you have already submitted the complaint, well allow me to say that casinos simply need some time to proceed with the verification and withdrawal. Have you already provided every document or are you struggling at some point? I must say I'm not sure at the moment.
I provided every document they asked me for a photo with my bank card both sides then selfie with the card near my face and the id after that I've got the ✅ they told me if they need more they will email me that didn't happen tried to withdraw then declined I asked them the reason they didn't have a proper answer and after so many days contacting them yesterday late night they asked me a screenshot of my bank account with that card. The thing is I made deposits from Skrill and tried to Withdraw from there I tried once to make a direct deposit from card cause I couldn't make from the other options but they declined cause they where doing KYC check back then
Every other casino normally when you pass the KYC they don't keep declining one after another asking for more documents they can see me my id and the card that's the same name I don't get it why now they need a screenshot from my bank
Ok so now I sented them screenshots from bank new photos of bank card and new selfies with ID and card near my face waiting 1-2 days for them to verify and then I will update if any good or bad news
I provided every document they asked me for a photo with my bank card both sides then selfie with the card near my face and the id after that I've got the ✅ they told me if they need more they will email me that didn't happen tried to withdraw then declined I asked them the reason they didn't have a proper answer and after so many days contacting them yesterday late night they asked me a screenshot of my bank account with that card. The thing is I made deposits from Skrill and tried to Withdraw from there I tried once to make a direct deposit from card cause I couldn't make from the other options but they declined cause they where doing KYC check back then
Ok, thank you.
It seems that the KYC was not finished the moment you submitted the withdrawal so it was rejected. Providing proof that you're the cardholder is a standard procedure nowadays I can understand that the casino will not authorize any other payment options since the initial payment method is verified.
Ok so now I sented them screenshots from bank new photos of bank card and new selfies with ID and card near my face waiting 1-2 days for them to verify and then I will update if any good or bad news
That's good, it's always better to cooperate. Some casinos take the KYC more seriously so even the demands can be more complex.
I will wait for the update 🤞
Yea I understand but its crazy when they can see my card with my id and my face now the screenshots I provided them it's more than enough the card with cardholder name even withdrawals from other casinos and deposits I made even the selfies are near the monitor so they can see that e-bank is open with me being there and having access so I hope they don't ask for more crazy stuff 😂
If you put it this way, yeah - sounds kind of challenging at best 🙂.
It's just that the casino does not have the luxury to see you and your documents "face to face" so the staff does its best to validate everything by print screens and selfies...
Let me know how it goes, please. 🤞
I understand that but never happened to me with other casinos normally they do the KYC super fast and don't ask for tons of documents only if there something suspicious.
I will update soon about my problem today or tomorrow I will have an answer also from the start I have screenshots everything from support conversations my account balance
Ok so almost everything approved but still waiting 2 of screenshots are still on review I told them that's an extra stuff not just the things they asked for like deposits and withdrawals from other casinos I asked them if it's gonna be ready in phew moments they told me they don't know yet I'm still on review
Hello,
thank you for the update, I guess that it's only a matter of time now. 🤞
I guess the strange thing is they checked 7 of 9 documents 2 screenshots and 5 photos got approved but they let 2 screenshots on review so I'm waiting until later today then contact them to see if they gonna check them any time soon or for no reason they started the KYC but let 2 screens like this as they told me 1-2 days for KYC like the other times so I hope they don't let it like this
I would not be so suspicious try to stay positive - please, it must be quite annoying, I know.
I contact them they go again with the same answer we are working on it and they keep trying to hold me like this everytime they answer me we need 1-2 days but I don't see I can resolve my issue
I have already made a complain but I wanted for that case not for delayed payment so I guess it doesn't matter I should wait for the timer right ? Yea it's just strange to start looking at someones documents then be like ok 2 left leave it for next week or something 😂
I think that your account has not been fully verified yet, I went through your complaint and I feel that is important to mention that sometimes the casino needs further documents to make sure about the identity and payment options. Based on the progress, I would think that there must be something that raised additional questions. I'd love to be more concrete, but it's up to the complaint team to go through all details.
I agree that once the casino confirms that the KYC is done, the staff should also provide some explanation if they suddenly change their mind.
I've provided everything they asked for but they just let 2 screenshots on review I haven't contact them these days I just log every day to check that my balance is still there and wait the time you told me to they literally everything from address bank card screenshots and photos I'd photos selfies screenshots from Skrill I will contact them tomorrow to see what's going on if they gonna say something or not
I did once KYC approved then I got email for a second one approved then asked me for screenshots from bank account with the cardholder name number etc it's been almost 2 weeks now I don't know if you understand my case still waiting few days to go full 14 days and see what gonna happen
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